AT&T 585-350-812 - Manual

AT&T 585-350-812

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Table of Contents:

  • Page 2 – Blank Page
  • Page 3 – Contents; iii; Table of Contents
  • Page 4 – iv; ASAI Administration
  • Page 5 – ASAI Script Builder Actions
  • Page 7 – ASAI Overview; These types of applications are discussed later in this chapter.
  • Page 8 – ASAI Voice Response Applications; System Monitor - Voice Channels
  • Page 10 – Routing Applications; ASAI Routing Application
  • Page 11 – Data Screen Delivery Applications
  • Page 14 – Advantages Using the VIS ASAI Feature; Enhanced Customer Service
  • Page 15 – Reduced Cost of Doing Business
  • Page 18 – ASAI Application Planning and Design; VIS Script Design
  • Page 19 – ASAI Voice Script Design
  • Page 21 – Routing Script Design
  • Page 23 – Monitoring Script Design; ABANDON Event - indicates that a monitored call has been abandoned.
  • Page 26 – original; call to the VIS. The ANI and DNIS for the original call prior to the
  • Page 27 – blind transfer; , the screening agent presses the Transfer button a; consult transfer; , the screening agent waits until the specialized
  • Page 28 – must; also be monitored by the VIS. Once monitored, therefore, a call; before; the merged call is delivered to
  • Page 29 – Blind Transfer
  • Page 31 – Consult Transfer; With a; , the screening agent talks to the specialized agent before
  • Page 34 – Host Application Planning and Design
  • Page 35 – Routing Application Considerations
  • Page 36 – Data Screen Delivery Application Considerations; — Agents can be trained to use Aux Work or After Call Work feature
  • Page 38 – Communications System Planning
  • Page 39 – Call Center Operations Planning; sion to complete the transfer.; consult; transfer scenarios, the agent may wait to talk to the second agent
  • Page 41 – ASAI Installation; Installation Overview; CONVERSANT VIS Software Installation; on general voice system installation procedures.
  • Page 42 – Prerequisites for ASAI Installation; OR; NOTE
  • Page 43 – ASAI Hardware Architecture; Typical Hardware Architecture
  • Page 44 – Installing ASAI Hardware; IPCI Card; Red LED; RAM
  • Page 45 – IPCI Switch Settings; Figure 3-4 shows a typical wiring architecture for the ASAI link.; CAUTION
  • Page 46 – Typical Wiring for ASAI Link; Installing ASAI Software; Install in progress
  • Page 47 – y and then press
  • Page 48 – Removing the ASAI Software; CONVERSANT Voice Information System
  • Page 49 – ASAI Administration Overview; CONVERSANT VIS Version 4.0 Operations; additional information.
  • Page 50 – Voice System Administration Screen; Voice System Administration
  • Page 51 – Feature Packages Screen; to display the ASAI Administration; Feature Packages
  • Page 52 – ASAI Administration Screen; Please highlight the item you want and press Enter
  • Page 53 – Channel Administration; Channel Administration Screen; Please enter the new PBX extension number; Change A Channel Entry
  • Page 56 – Add Channel Entry; Add Channel Entry Screen; The Add A Channel Entry screen contains the following fields:
  • Page 57 – Change Channel Entry; The channel must be logged out before it may be changed.; Change Channel Entry Screen; The Change A Channel Entry screen contains the following fields:
  • Page 58 – Remove Channel Entry; Press; to continue or CANCEL to abort the removal procedure.; The channel must be logged out before it may be removed.; Virtual Channel Administration; . The Voice Channel Monitor screen appears (Figure; Voice Channel Monitor Screen
  • Page 60 – CONVERSANT Voice; for additional information.
  • Page 61 – Figure 4-8 shows the Diagnose IPCI; Diagnose IPCI Board Screen
  • Page 62 – RTE — A domain type which processes route requests from the switch.; Domain Administration Screen; Domain Administration
  • Page 64 – CONVERSANT Voice Information System Opera-; for information on how to administer scripts to dialed numbers.
  • Page 66 – Add Domain Entry; Add Domain Entry Screen; The “Name” field indicates the name of the domain you wish to add.; Add A Domain Entry
  • Page 67 – Change Domain Entry; Change Domain Entry Screen; Remove Domain Entry; Change A Domain Entry
  • Page 68 – The domain must be disabled before it can be removed.; WARNING; Initialize IPCI Board Screen
  • Page 69 – Parameter Administration; . The ASAI Parameters; ASAI Parameters Screen; The ASAI Parameters screen contains the following fields:; Enter when the CONNECT Event should be reported to A_Event; ASAI Parameters
  • Page 71 – Trace Detail Display; Trace Detail
  • Page 72 – Show ASAI Software Version; Show ASAI Software Version Screen
  • Page 73 – Show Status ASAI Link; to; Show Status ASAI Link Screen
  • Page 74 – Show Status ASAI Link Displays
  • Page 75 – to execute the IPCI card off-line procedure. Figure 4-16 shows an; Take IPCI Board Off-line Screen
  • Page 77 – Administering ASAI; Administer the VIS ACD domain; CONVERSANT; for information on performing this proce-; DEFINITY Communications System
  • Page 78 – Administering the Lines
  • Page 80 – Administering the VIS Agent Lines
  • Page 81 – tions
  • Page 83 – CONVERSANT VIS Script; “Using Advanced Features” of the Script Builder book.; ASAI Script Builder Actions Overview; The following actions are listed in alphabetical order:
  • Page 84 – . Press CANCEL to exit from the Action
  • Page 86 – . Press CANCEL to exit from the Action Choices screen.
  • Page 87 – Define A_Event From Screen
  • Page 91 – A_Event Return Field Value Meaning
  • Page 93 – CANCEL to exit from the Action Choices screen.
  • Page 96 – Field
  • Page 97 – . Press CANCEL to exit from the Action Choices screen. You must now
  • Page 99 – -6 — Switch did not respond with the transfer information.
  • Page 101 – Sample Scripts; Sample Scripts Overview
  • Page 102 – Sample ASAI Voice Script; Read Table
  • Page 104 – Sample Routing Script
  • Page 106 – Sample Monitoring Script
  • Page 109 – Voice response integration performance
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585-350-812
Issue 1
October, 1993

Conversant VIS

Adjunct Switch Application

Interface

Graphics ©

Table of Contents

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Summary

Page 2 - Blank Page
Page 3 - Contents; iii; Table of Contents

Contents Issue 1 Octo ber 1993 iii Table of Contents i 1 ASAI Overview 1-1 ■ Overview of the Adjunct/Switc h Ap plication Interface Feature 1-1 ASAI Voice Response Ap plications 1-2 Routing Ap plications 1-4 Data Screen Delivery Ap plications 1-5 Advanta ges Using the VIS ASAI Feature 1-8 2 ASAI App...

Page 4 - iv; ASAI Administration

Contents iv Issue 1 October 1993 ■ Prerequisites for ASAI Installation 3-2 ■ ASAI Hardware Architecture 3-3 ■ Installing ASAI Hardware 3-4 ■ Installing ASAI Software 3-6 ■ Removing the ASAI Software 3-8 4 ASAI Administration 4-1 ■ ASAI Ad ministration Overview 4-1 ■ Channel Ad ministration 4-5 Ad d ...

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